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Administration Team Leader Pensions

Employer
Search Consultancy
Location
UK
Salary
Competitive
Closing date
21 Dec 2021

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Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
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Fabulous opportunity to join a growing and award winning firm within their Auto Enrolment team

Key Tasks and Responsibilities
  • Lead and inspire a team of administrators to deliver excellent levels of individual / team performance and customer satisfaction through the setting of individual and team targets and corresponding performance management;
  • Providing guidance and feedback via 1-2-1 and team meetings identifying any areas of underperformance, creating performance improvement plans where necessary;
  • Manage the allocation of work to team members (email and outbound allocation), continually monitoring the level and position of activity so as to be able to prioritise and make risk impact assessments within existing processes and procedures towards achieving SLAs;
  • Development of MI relating to activity, so as to prove compliance with any SLAs as well as to assist with any strategic development discussions;
  • Ensure training and development plans are maintained for all team members;
  • Ensure effective and consistent communication throughout the Team, encouraging feedback in order to enhance the customer experience;
  • Ensure administrators adhere to company policies;
  • Updating, and preparing performance reports for, the Compliance Team;
  • Be involved in the recruitment of new administrators and work on specific projects for the Team;
  • Keep up to date with business developments and new product lines, continuously reviewing policies and procedures to optimise performance of the team;
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary
  • Support the team to highlight operational risks and areas for improvement;
  • Keep up to date with any industry changes affecting the business, relaying this knowledge back to the team;
  • Work with the management team to identify and deliver positive change and business efficiencies;
  • Escalate any appropriate problems to senior management;
  • Act as a point of escalation for complaint and escalated enquires, as well as for complex investigations;
  • Be compliant in all activities in accordance with regulations and standards of the FCA, OFCOM, the Pensions Regulator and any other relevant regulatory bodies;
  • Meet any continuing professional development objectives as required by the FCA and any other relevant regulatory bodies.

Qualifications, Experience and Skills
  • Minimum of 4 years' experience within an Administration Team, ideally with Team Manager history within Financial Services;
  • Excellent leadership and communication skills;
  • Strong coaching and people-development skills through call listening, quality feedback, etc;
  • IT Proficient and able to easily adapt to new systems;
  • Confident user of the MS Office Suite (Excel, Outlook and Word) to an Intermediate to Advanced skill level;
  • Experience of Pensions, Payroll software or Pensions within Payroll
  • Knowledge of Automatic Enrolment and Pensions.

Personal Skills and Competencies
  • Passionate about being the best you can be and want to achieve targets;
  • Able to adapt quickly to changing priorities and deal with demanding customers and escalations;
  • Energetic and motivating individual;
  • Creative thinker;
  • Ambitious and willing to accept new challenges;
  • Team Player who enjoys a busy, fast paced working environment;
  • Professional manner and fantastic work ethic with the confidence and personal skills to work with a wide range of clients and colleagues;
  • Enthusiastic self-starter with a CAN DO attitude who is flexible within their defined role;
  • Highly organised, demonstrating the ability to multi-task and prioritise delivery in accordance with deadlines and within the defined quality requirements;
  • Exceptional eye for detail and a high level of accuracy - even when completing tasks under pressure or to tight deadlines;
  • Reliable, teachable, adaptable and a keen and quick learner.
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